Please be advised that I had an extremely negative experience with the customer service at this establishment. Despite having an appointment, I was made to wait for 15 minutes past my scheduled time without any explanation. Eventually, I had to approach the counter to inquire about the delay, only to find out that they couldn't locate the massage therapist assigned to me. As a result, I missed out on the massage altogether. Furthermore, when I attempted to cancel and reschedule my appointment, the person assisting me failed to provide the necessary instructions for cancellation. Consequently, I was charged for the appointment and they are now refusing to issue a refund. Their lack of communication and follow-up on this matter has been highly disappointing. I was even promised a phone call with a "retention specialist" at a certain time, which never materialized. It took me numerous phone calls and emails only to find they were unwilling to resolve the situation fairly. I strongly advise anyone dealing with this establishment to request email correspondence in case of cancellation, as their current practices are highly unfavorable.

I thoroughly enjoy my sessions at HnS. I have 2 of the best therapists. The facilities are always clean. The atmosphere is relaxing. I'm always greeted with a smile and a "Welcome Back" The membership makes it so easy go and have multiple treatments a month.

Had a great facial service from Ashby today. I was able to get in same day and made an appointment online. She did a great job following through steps and I was very comfortable. Was upsold but totally worth it for the peppermint scalp massage.

I have gone to Hand and Stone for over 6 years and I have experienced many massage therapists there over the years! However, none have ever measured up to my current massage therapist, Will at 12625 Stone Village Way, Midlothian, VA. His massages are like a work of art! The perfect blend of relaxation and intense focused muscle work! Hands down, one of the absolute best! No pun intended! He is skilled at targeting muscles that need attention and working his magic! The staff at this Hand and Stone are nice, helpful and professional!! Check it out! Ask for Will! I promise you will not be disappointed! He is amazing! Greg

First facial and I’m hooked! Cindy was great. I got the membership which saves me half on my future treatments. My face is so clean and smooth.

Wonderful 1st time experience!!!! Already booked my next massage appt.... Jenny was great!!!

I am a landscaper of 23 years - and was aching in joints a lot - I Did not realize how bad the years were on my body and muscles until I got a deep tissue massage from Laura- She was awesome !! And i feel so much better! Amazing how one hour here can help you feel so much better !! I now am going to take time for ME! I got the membership and I will take the time to surely go back monthly!

I usually come for a massage, but decided to mix it up and schedule a facial. Bre was outstanding. She explained what she was doing, was knowledgeable and made it a relaxing experience. My skin looks and feels great.

Unreliable and poor customer service. Hand and Stone (Midlothian) emailed me a few hours before my scheduled massage informing me it was canceled. No call or text so it was fortunate I checked my email. There was also no explanation as to why it was canceled, an offer to reschedule, or even an “apologies for the inconvenience.” I called to ask why — the therapist was sick and I understand that happens — and again there was no offer to reschedule or to inform me when the next opening was until I asked. I asked if appointments were available at other locations and the receptionist said she had no way of knowing. I guess she did not have a phone or the internet. I ended up finding an available appointment at another location (Parham) and the therapist came to the waiting area 10 minutes after the appointment time and started 15 minutes late. So I paid for a 60 minute massage and got a 45 minute massage with a lot of hassle. The massage itself was fine but on the whole definitely not worth it.

Reached out to this location in early June to put a hold on my membership account . I was sent an email to confirm the freeze which I responded to immediately and since that point have been charged my full membership fee twice. I have reached out both by phone and email and have been given the runaround several times that a " retention" manager would reach out me . I also requested to please refund those member fees with zero response. At this point I feel stolen from and without a doubt will change my freeze request into a cancelation of membership and go to the hull street location that has much better service and therapist. AVOID THIS LOCATION.